Shipping with UPS ---- issues

[mattl]

I've quickly lost respect for UPS.  I've never had an issue with them in the past, but my  latest experience puts them lower on my chosen shipper list than  the USPS.  

 

Bought an item on ebay that I have been wanting for quite some time.  The price was right, and shipping was free.  Tracking showed it dropped off in Petaluma CA on Wed. 20th where it sat for a week.  Contacted UPs they told me the shipper had to initiate tracking, which she did, and magically the item showed up as "Out for delivery" yesterday.   Funny thing is she told me she never dropped it off in Petaluma, but a location 15 miles closer to her. Fine, I thanked the person i bought the item from and left it at that.  Item never showed up, delivery date changed to today.  Today came and went no delivery.  Contacted UPS again, spoke to a rep. who was worthless.  Her comment basically was "too bad"....

 

I inquired about insurance, what happens if they lost the item, she refused to answer only repeating her mantra that the shipper had to initiate things.  My issue is I got the item at a very good price, 1/2 what they usually go for on ebay.  if it's lost I cannot replace it for what I paid for it.

 

I know many of us here buy things and have them shipped, what do you do in this situation?  Has anyone dealt with UPS lately?

 

[launderess]

Use UPS All The Time

Never had any problems of the nature you describe.

Did the seller/shipper pack and ship the item themselves using their own UPS account or use a store location?

UPS's tracking system will not show a package until it is scanned into their system. Just because a driver collects unless he scans the item at that time the system will only show a message saying that the shipping label has been created but no further tracking information will be available until the item reaches the sorting center. Usually towards midnight or so is when you can see updated information.

That being said it sometimes is possible for a package to go through several "tracking" read locations and not register. If the label is in an odd place and or the package isn't placed just right et... Usually what happens then is the next update is either when the thing is placed on a truck and or when the driver delivers.

UPS drivers are *not* supposed to release/deliver a package without a signature, or leave it without meeting a physical person. However depending on the area many UPS drivers will leave things on porches, doorsteps, back porches, etc.. Once called UPS out on this and was told by CS that drivers often use their judgement and if they *know* the area/household and feel it is safe, then they will leave the package and note in system "left at back porch" or some such.

Being as this may if the item is stolen or lost from the above the shipper can file a claim and demand proof of delivery. This is why it is important to insure items worth more than the standard $100 or so that comes with UPS's shipping fees. Such packages, especially when there is a high amount of insurance attached are watched like hawks by UPS and require a manager to sign off every step of the way.

Contact UPS directly again and ask for the manager/supervisor of the local "office" that handles your area. Sometimes they will put you through or give out the number, others CS will send a "message" to that UPS center to call you back.

Once the local UPS center contacts you make sure to have the tracking number and spell out what has happened and that you wish to know where the package is. Depending upon their response you can go from there.

 

[sudsmaster]

I described my UPS issues over the holidays here... when the shipping is free, it means it's the slowest pace, ground, and the promised delivery date can be two weeks off. But what UPS seems to be doing is to delay delivery of packages, even if they arrive close to the final destination a week ahead of the promised date. This is what happened with my delivery, and UPS customer support was equally unhelpful about it. I believe it's part of a corporate policy to push customers to upgrade their delivery method and rates.

Your situation appears to be a bit different, since apparently the package was held at a location close to the shipper, and then appears to have lost it. You'll probably need to get the shipper to get with UPS to start a claim if it never arrives. Not sure if eBay offers any recourse other than to refund your purchase price.

 

[mattl]

Here is the tracking info.  It indicates item was dropped off at location shipper said she never uses.  Then on the 26th it shows up in IL, then in Flint on 27th for delivery.  I still don't have it, no note nothing.  UPS generally leaves packages on the front porch, as did Fed EX today.   It is rare for them not to just leave the item.

 

OUT FOR DELIVERY

2013-03-27, 07:47:00, FLINT, MI

ARRIVAL SCAN

2013-03-27, 05:05:00, FLINT, MI

DEPARTURE SCAN

2013-03-26, 23:00:00, HODGKINS, IL

THE SHIPMENT HAS BEEN DROPPED OFF AND IS NOW AT THE UPS STORE(R)

2013-03-20, 17:39:00, PETALUMA, CA

 

 

 

[sudsmaster]

Well, I'd wait until the end of the day Friday before drawing any conclusions. It might still be on the truck, maybe there was some issue that prevented a delivery attempt today. Who knows? Hopefully it will turn up sooner than later.

 

[whirlcool]

I stopped using UPS several years ago because of damage to goods that were well packed. I've been using FedEx since then and have never had any problems. And I pack my stuff VERY well. In fact in my feedback buyers sometimes comment how well I've packed their items.

Besides, I have an online account with FedEx so I just print my own label and go to the head of the line at the Kinko's/FedEx location near our house and say "Here you go, all ready to ship!" and leave.

I recently bought a CD online from someone in Georgia. They sent me a tracking number. It was a USPS hand off to DHL. That CD traveled all over the eastern US before arriving at my doorstep two weeks later. But it arrived in good shape. To me "Free Shipping" could = a very long wait.

 

[alr2903]

Always use FedEx, it is good for our economy here. I can see/hear your stuff fly over the house

 

[tomturbomatic]

I have had that happen twice with UPS deliveries from eBay. First time, the seller did not go after them, just told me that delivered meant delivered. The second seller was a lady of character and when I told her that the shipment had not arrived, she tore UPS a new one. Seems the box was found on the driver's truck and had not been delivered, but you can bet your ass it was delivered the next day. I guess if the buyer (me) had not squawked and the seller had not initiated a search in a certain period of time, the driver was just going to take it home.

When I bought a computer years ago, it was supposed to be delivered by UPS. When I started looking for it, I got this big report about it having been left with the desk clerk!?! My neighborhood is a lot of things, but a condo or apt house with a desk clerk ain't one of them. Someone at UPS just created a story to enable them to steal the pooter. The computer factory sent another one quickly.

As it is, they leave stuff at the door without knocking or otherwise letting you know of the delivery. If I don't hear the truck, I don't know to look.

 

[kb0nes]

UPS vs FedEx

About 10 years ago I managed a retail astronomy store selling telescopes and accessories. We had hundreds of boxes a year that arrived via UPS and FedEx.

Overall UPS seemed better then FedEx. At one point we had our largest supplier switch from UPS to FedEx. The boxes always arrived in better condition, mostly cleaner from UPS. After unloading the FedEx truck my hands were black, I never had that experience from UPS. Rumor had it at the time that FedEx ground drivers were independent contractors, perhaps they didn't clean and maintain their trucks as well as UPS.

As far as items damaged via shipment we had exactly 2, and for all I know they were damaged during an overseas shipment and not while in FedEx's hands.

The reason there wasn't more damage of these fragile items is that they were professionally packed for shipment. Few of the eBay items I receive are adequately packed by amateur shippers. If the package cannot be dropped from 5 feet onto concrete without damage it is the SHIPPERS fault IMO. Still even with inadequate packaging I have only had one personal item arrive damaged that that was via USPS Priority.

I still like UPS over FedEx, although USPS Priority is cheaper. In the upper midwest Speedy is the fastest and cheapest there it though. Chicago to Minneapolis is one day ground and 30% cheaper then UPS/FedEx!

 

[launderess]

FedEx Ground

Unlike UPS FedEx which began life as Federal Express never had a ground parcel service like UPS. To remedy this they cobbled together several ground companies by purchase or merger to create FedEx "ground" service. However this service was originally not part of the overnight network. Routes were often purchased franchises and mostly independent from one another.

FedEx ground does not use the same trucks or drivers as "FedEx" overnight (at least in our area), and quite often the delivery persons looked as if they just came out of either JU-Vee or some other similar place. FedEx ground didn't even use the same tracking system as the overnight service.

When FedEx purchased Kinko's and merged operations into those locations one *thinks* efforts were made to tighten up things and bring both FedEx divisions closer/under the same system.

FedEx ground here delivers packages on Saturday for no extra charge (was surprised when an eBay purchase arrived),

 

[oldskool]

Mixed Reviews

Personally, I've had good experiences with UPS and FedEx. However, where I work, a complex with 377 Townhomes, we get calls frequently of UPS improperly delivering items. One recent incident involved a driver leaving a pkg addressed to 5942 at 5922? Witnessed it and other delivery mess-ups. On the other hand FedEx likes to drive on the lawn of our property when convenient which we don't take kindly to. In general - Customer Service IMHO leaves much to be desired at most levels today. I laughed at the JU-Vee reference, because it's true. The more things change, they change some more, and mostly - not for the better.

 

[jerrod6]

UPS leaving packages when no one home

YES..they do it if the sender says to.

I ordered headphones from Amazon who sent me an estimated arrival time of 3 days in the future. On the second day I stumbled over a piece of cardboard on my way into the house. I picked up the cardboard and tossed it into recycling. On the morning of the 3rd day I checked the delivery status which stated that the item was delivered the prior day except no one was home. I got curious about that piece of cardboard and found it. It was the opened box my headphones came in. Of course the headphones had been stolen by some body walking by.

On the box there are instructions to the carrier which tell them that if no one is home to simply leave the box (I guess on the step, on the porch, thrown into the yard..wherever).

So UPS will just leave a box if the sender has this instruction on the shipping label.

So pissed at Amazon for that although they did send a free replacement. I called them and let them know..and I was not nice about it. Never mind, they had the same instruction on the next item I bought from them. So I think it is up to the seller to designate the delivery instructions unless there is a way to indicate instructions when you place an internet sale.

UPS didn't use to do this. MY guess is that they are charging the sender more if they have to return the item to the station for pickup and sellers are simply picking the cheapest way to ship.

 

[mattl]

Interesting, now the delivery date has been updated to the 1st.  What happened to today- Friday?

 

[sudsmaster]

Good Friday.

Wall Street shut down (or at least the stock exchange).

 

[perc-o-prince]

UPS, tracking, information sharing.....

UPS is a guaranteed service, except if/when there is a natural disaster or other unpreventable occurrance. Period. Whether one believes they've held a package at the shipping point, near the destination, or anywhere in between, if the package does not arrive when promised by UPS, they will refund the shipping to the customer. There is no such thing as a guaranteed ground shipping time of more than 6 days anywhere in the US, once the package is handed off to them. Remember, their customer's handling time doesn't count. If your seller or their software gives you any more than that, it's the seller's packing/handling/hand-off time.

Speaking of their customer, if you are the buyer of something, you are not their customer. The seller pays them and the seller is their customer. Yes, I know you paid the seller. But, you did not directly pay UPS and you are not shown as the originating address. They have a policy of giving information only to the shipper, a.k.a. their customer. This is why they rarely give out information unless you indicate you're the shipper (been there, done that). Escalating to a supervisor when you are the receiver will allow you to tell your story to them, and sometimes they will take some action. But, it's the shipper's responsibility to deal with them. I haven't seen it in a while, but some eBay sellers used to put something in their auction about the package being your responsibility once they've handed it off. That couldn't be further from the truth and eBay's refund policy now reflects that.

I have had exactly two problems with UPS and will always consider them a preferred shipper over USPS. One was when a box was returned to me, badly damaged, with an apology (and a follow-up phone call) and a form to fill in for immediate claim settlement. The other was when they lost a box that was about 20" cubed and weighed about 50# (an old TV). Turns out the self-adhesive pouch that holds the shipping label came off somewhere, and I didn't put a packing slip in the box, so they had no idea of where it was to go or be returned to (my fault). They did eventually track it down in a "lost" room of a distribution center pretty close to the receiver. BTW, even though it was my fault for not including the shipping information inside, they refunded the shipping cost. Since then, for both UPS and USPS, I put the package/tracking number on the box itself in Sharpie marker.

BTW, the very few times I've had to make a claim, UPS generally settles within about 2 weeks. The USPS generally takes 2-3 times that if you're lucky, and their insurance is much more expensive.

Just a few facts and my experience with shipping maybe 10-20 packages a month. To quote a great line someone here uses, "your mileage may vary."

Chuck
p.s.- I've never used FedEx Ground as a shipper, but even here in New England I can agree with the jouvie (or other detention center) reference!

 

[mattl]

The seller is as perturbed as I am. She contacted ups again and they told her since the delivery date has been updated to 4/1 it not "lost" and no tracking or claim can be initiated. Never mind that it was dropped at ups on3/20 almost 2weeks ago. We'll see what Monday brings....

 

[perc-o-prince]

no tracking or claim can be initiated...

Until it's delivered, or not delivered and declared as lost, that makes some sense. However, a claim can and should be put in for the service guarantee once the package is delivered. However, the shipper will have to put in for it.

http://www.ups.com/content/us/en/resources/sri/cla_faq42.html?srch_pos=3&srch_phr=guaranteed+service

Sometimes packages do fall through the cracks and are misplaced. Luckily, I've never had that happen, even with the many hundreds of packages we've sent and received over the years. It's got to be very frustrating when it does happen, especially on something you got a deal on.

Hopefully you do get it! We had one case where we got a steal of a deal and the seller renigged after doing a little more research (why they didn't do it before listing it I don't know). We had one where the seller tried to renig, but luckily she was one of the Lowest Common Denominator types and didn't want the trouble from eBay that I told her she'd get. Thanks Larry R for helping me fetch that Savage!

Chuck

 

[mattl]

Ok, this is weird, look at the latest tracking

Some how it's back in Illinois!

 

Hodgkins, IL, United States 03/29/2013 10:55 P.M. Departure Scan

Flint, MI, United States 03/27/2013 7:47 A.M. Out For Delivery 03/27/2013 5:05 A.M.

Arrival Scan Hodgkins, IL, United States 03/26/2013 11:00 P.M.

Departure Scan Petaluma, CA, United States 03/20/2013 5:39 P.M.

The shipment has been dropped off and is now at The UPS Store®. United States 03/20/2013 7:59 P.M.

Order Processed: Ready for UPS

 

[perc-o-prince]

Strange... I'm guessing that it's being returned to the sender though there's no driver note indicating that. I would suggest having her call UPS again and let them know that's what she suspects. Also have her tell them that the package never made it to its destination and that you, the receiver, have been keeping an eye out for it. You don't want it to make it all the way back to her if that's where it's headed. And, in the event they mention "package intercept" to her, she needs to be clear that she should not have to pay for such a thing ($12-17 IIRC) where the package didn't even have an attempted delivery.

This is a strange package indeed!

Chuck